[Remote] Client Experience Specialist
Note: The job is a remote job and is open to candidates in USA. SmartAsset is an online destination for consumer-focused financial information and advice, helping people make smart financial decisions. They are seeking a Client Experience Specialist to engage with consumers, facilitate communication with financial advisors, and enhance user experiences through high-volume outreach and support.
Responsibilities
- Engage directly with consumers by performing a high volume of outbound phone calls (200+ calls/day expected)
- Consistently meet or exceed individual and team performance metrics, including both qualitative and quantitative goals
- Serve as a trusted guide for users navigating the process of connecting with vetted financial advisors
- Proactively contact users who have expressed interest and schedule advisor consultations, ensuring a seamless experience
- Utilize a combination of customer service best practices and scripted messaging to deliver a tailored, high-quality experience
- Accurately log all user interactions, challenges, and outcomes in our internal CRM system
- Identify and escalate recurring user pain points to improve the overall experience
- Contribute to ongoing improvements by sharing insights and suggestions with team leads and cross-functional partners
- Support additional projects or initiatives as needed in a fast-paced, collaborative environment
Skills
- 1+ years of high-volume call center experience required
- Comfortable in an environment where quota attainment and conversion metrics are heavily emphasized
- Ability to learn and quickly adapt based on user and business needs
- Organized, detail-oriented, and excellent time-management skills
- Must be available to work some holidays or weekends during peak seasons
Benefits
- Fully Remote Work: All roles are fully remote within the contiguous U.S., giving you flexibility to do your best work from where you thrive.
- Comprehensive Health Coverage: Multiple Medical, Dental, and Vision plan options through trusted national carriers—so you can choose what fits your needs.
- Life & Disability Protection: Company-paid Life/AD&D coverage, with options to add supplemental life and disability plans for extra peace of mind.
- Financial Wellness: 401(k) with employer match, pre-tax savings through FSA and HSA options, and equity packages offered for every role.
- Time Off That Works: Generous vacation, sick, and parental leave policies—because balance matters.
- Additional Perks: Pet insurance, home office stipend, and Employee Assistance Program (EAP)
Company Overview